Verizon Wireless

Review: As part of the VZW Edge up, I upgraded my phone in OCT 2014. I had to return the old phone, but was not given anything to return it or ship it to. After talking with customer service the only way was for them to send me labels. After receiving the labels and buying shipping materials, the phone was late and therefor I was charged the rest due on the phone. Verizon received the phone on NOV 11, 2014 but did not credit my account for the charge. After multiple calls to customer service and tickets placed to the warehouse there is still no resolution and I paid for a phone that was returned. I was always told I would be kept up to date and informed when they found out the issue. Well, I received some texts usually the day after I called, but they had no answers and would continue to work it. I got busy with work, family and life and had not pursued it for a few months. I recently called again, about a week ago, and spoke with a supervisor who told me the warehouse responded and said they didn't have the phone, why wasn't I contacted about this? I again gave my tracking number which shows it was delivered to that warehouse, but Verizon has no record of receiving it. I was told another warehouse would be checked if it wasn't there then some sort of credit but not all of it would be given. The supervisor was supposed to inform me within 24hrs of talking with him. Haven't heard anything from him, nor Verizon. Basically I paid full price for a phone that I didn't get to keep for Verizon could lose it. Been a customer for about 15yrs. Never had a problem, and try and be patient and understanding as possible, but it's absurd to treat a paying loyal customer this way. And the fact that I was told some sort of credit and not the full amount would be given is an insult. I've researched and seen people have the exact same issue with the Edge program and can't believe Verizon hasn't gotten it right and that their level of customer service has made me file a complaint here.Desired Settlement: For my bill to be corrected and either the amount refunded for the phone to me, or credited to my account.

Business

Response:

June 22nd, 2015 This letter is in response to the recent correspondence filed by Mr. [redacted] regarding the afore-mentioned case number. Mr. [redacted] expressed frustration concerning a non equipment return charge to his account. Executive Relations conducted a thorough review of Mr. [redacted]’s account and concern. In November 2014 Mr. [redacted] processed an early upgrade via an Edge agreement. Mr. [redacted] stated he was not issued a return package, this delayed the return. Executive Relations spoke with Mr. [redacted] who provided the USPS tracking number 92[redacted] that confirmed a delivery to the Fort Worth facility. As a gesture of good will Executive Relations offered to issue a credit adjustment of $310.58. Mr. [redacted] accepted the offer and expressed satisfaction. Verizon Wireless appreciates the opportunity to respond to Mr. [redacted]’s concerns. Verizon Wireless appreciates the opportunity to respond to all concerns and apologizes for any inconvenience this matter may have caused. If there are any questions regarding this direct correspondence, please contact me directly at ###-###-####, ext: 2143744. I am in the office, Monday – Friday, from 8:30 a.m. until 5:00 p.m., EST. Sincerely, [redacted] M.National Executive Relations – Verizon Wireless

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I upgraded my phone to a LG G3, when I did this I was told if I mailed in my Droid 2 I would receive a 100.00 rebate card. I called after 30 days to check on the rebate and was told you need to wait thru 2 billing cycles. I am now in my 4th billing cycle. Today I have talked to 6 differenct people with no resolution. Each one giving me another number to call hearing the same thing you need to call this number I cannot help you.Desired Settlement: I would like for Verizon wireless to do as promised. I mailed them a Droid 2 that was in great working order with charger, blue tooth. They need to send me my rebate as promised.

Business

Response:

July 8, 2015 I spoke with Ms. [redacted] about her Revdex.com correspondence. She stated she was supposedto have received a $100.00 rebate card. I advised Ms. [redacted] I could add thecredit of $100.00 to her account as we could not process a gift card because therewas not a record of the gift card in the system. Ms. [redacted] accepted the $100.00being added to the account. Ms. [redacted] is satisfied. Verizon Wireless appreciates that opportunity to respond to all concerns and apologizes for any inconveniencethis matter may have caused. If you have any further questions or concerns, youmay contact me directly at ###-###-#### Ext[redacted] Monday through Fridaybetween the hours of 10:00 AM and 6:00 PM ET. Sincerely, [redacted] J.National Executive RelationsVerizon Wireless

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Due to the character limit imposed here, I have a separate detailed complaint concerning this issue, but will put the high level summary here:Purchased a new iphone 6 and while connected to wifi, received a message that I had utilized just about all of the data at the beginning of the monthly cycle.From looking online we see this is a known issue that also occurred to my husband when he received his new iphone a few weeks prior. Customer service attempted to help us with phone settings, but no one knew as to why the data was surging if we were connected to the wifi. I asked for a refund of credit from that surge and was upgraded to 20gb(5GB for free). Reached back out indicating that we didn't utilize the data during that surge and that 10-15 extra GB should be refunded since we didn't utilize it. Spoke with a manager who notated the account that we should receive that credit and informed me to call back at the end of the billing cycle to ensure its put on. When I called back there was no notes of the call with the manager. Spoke with [redacted] who asked for a 360 review to occur, so the account could be credited once they pulled the call where the mgr agreed to this credit.I didn't hear back from anyone as promised.I called a couple of weeks later and spoke to Justin who confirmed that the call I had with that manager happened in another call center and couldn't be pulled so I still have to pay even though I was told my account would be credited.From a customer standpoint, I called Verizon and spoke to Verizon employees, so someone should be able to assist me with pulling the call, so my account can be credited appropriately.These calls all occurred starting around June 1st.I did not increase my data usage during June because I was told that those extra 10-15GB would be credited.I've been a Verizon customer for over 10 years with this number and I've never seen this amount of bad customer service from management and techs ever.When you review my calls tally all the time spent on the line. HOURSDesired Settlement: Due to the credit that I was supposed to receive, I did not bother to increase my data plan pass the 20GB. For my June bill, I should be paying for the 15GB data plan only and not the overage charges that occurred in June.

Business

Response:

Upon receipt of your correspondence, weconducted a thorough review of Ms. [redacted]’s account. We were unable toconfirm Ms. [redacted]’s claim stating she was promised a credit to cover herdata overage charges for services used. Onher June 25, 2015 invoice, she was assessed $150.00 for 9.998 GB in datacharges over her 20GB plan. To bringthis matter to a close and provide resolution, a credit was applied to theaccount on July 31, 2015 for $170.00 to cover the data charges applied. In speaking with Ms. [redacted], we haveexpressed empathy for her concerns and assessed her situation. At thisjuncture, we reviewed Ms. [redacted]’s credits applied as she confirmed thisresolved her concerns. In light of Ms. [redacted]’s experience and any inconvenience theseissues may have caused, we issued a credit to her account in the amount of$40.00 to cover her recent service reconnection fees andadvised her to pay her undisputed amount due going forward to secure the account andprevent fees. This credit will appear on Ms. [redacted]’s August 25, 2015invoice. Should Ms. [redacted] have any questionsor concerns she may contact the undersigned at [redacted] Mondaythrough Friday between the hours of 8:00AM and 3:30 PM EST. Respectfully, Executive Office

Review: I have had trouble with Verizon Wireless since the day I signed the contract. The store in was very busy tnat day. We waited to over an hour to sit down with an employee at Wireless [redacted] in [redacted], IL. I been assured by a Prepaid Rep. I could transfer my credit balance from my prepaid account to my new account. I believe it was over $100. I told the Wireless [redacted] employee this. She made did a check and informed me I was correct. She asked if I wanted to keep my number and I told her yes. She had a problem setting up the account after sitting there for 2 hours, she asked if we had some shopping to do while she finished. We said we did. She told us to return in an hour. When we returned she had someone else at her desk. When we spoke with her she told us that she could not set up the account with my old number. I knew signing up for Verizon Wireless service years before in [redacted], Indiana didn't take over 4 hours. She had used a new number for and also for my son who I was putting on the account. I signed the contract. I chose a [redacted] phone. My son chose the [redacted] which was $1 with that contract. They had to mail his phone but assured us 24 hours shipping. He recieved his phone 5 days later. However, I was charged as if he already had the phone. A month later my son's phone was shut off. When I called Wireless [redacted] they said I didn't pay the bill. I assured them I had, I also asked them why my credit of over $100 had not shown on my bill. After no good answer I went there. They discovered that the Service Rep. Set up two seperate accounts instead of one. Also since she didn't us the same number as my prepaid phone as I requested I lost my balance credit. They explained she was an Asst. Mgr. and usually didn't set up the accounts. They never gave me my credit balance although I argued with them for over 6 months. They also aassured me my area was getting service in 6 months. It was over 2 years befor the tower was erected and serving my area.Desired Settlement: I should be credited the balance I was told I could transfer from the prepaid account. I should also be credited some amount for not being able to use my cell phone in [redacted], Illinois where I lived at the time. I was assured to ne abled to use it within six months. It wws over 2 years before the towee was erected and servicing the area. I could only use the phone when traveling into a Verizon Wireless area.

Business

Response:

On December 22, 2015, I spoke with Ms. [redacted] and offered her apology for the level of service she received regarding the migration from her Prepaid Account to her Post Pay account. For customer satisfaction I issued a one time Prepay to Post Pay credit in the amount of $100.00 to Ms. [redacted] account and processed the account cancellation without an Early Termination Fee. Ms. [redacted] has been made aware of her final account balance and that it was approaching collection status. Ms. [redacted] stated that she would process her final payment around January 1, 2016 to prevent it from going into collections. Ms. [redacted] stated that her issue has been resolved and she is satisfied with the resolution. If you have any further questions or concerns, you may contact me directly at ###-###-####, Monday through Friday between the hours of 10:30 a.m. – 7:00 p.m. (ET).

Customer service for this company is a joke! I constantly have the issue of c/s telling me one thing and when I go into the store they tell me a completely different thing and the people I speak with are always so rude! I can deal with rude people once in a while, everyone has a bad day. But the worst part about this company is I swear they add little charges onto their customers accounts each month hoping they won't catch it and pay it. I've been with Verizon over a year and Almost EVERY month I have a 5-10$ charge I have to call about and they never know what the charge was for. Would never recommend this company to anyone!

Review: During the billing period of October 10th to November 9th, 2014 there was some major discrepancies in my bill. First off, Verizion Wireless failed to provide the reasoning of why my bill had a discrepancy of 300MB. My 3rd part app, that is Featured, Recommend or White-labeled by Verizion reported that I used 1.6GB during my billing cycle. Verizion Wireless reported that I had used 2+ GB on my cycle. They failed to provide an explanation on both accounts when when all of the information was entered into the device. They also failed to notify me when there was an overage on the account even though I had been provided notifications 3 days before. They claimed that I was not supposed to receive notifications on my account because my data "plan" wasn't a plan but a feature which doesn't explain for the fact that I previously received notifications. They also claimed that they have never heard of MyDataManager even though it clearly states that Verizion is a customer, noted at this link. [redacted]Desired Settlement: I would like to be refunded for my whole entire data charges for the month because of the issues I faced. This refund includes my normal data plan for the phone ending in [redacted] plus the $10 overage fee that also hit the account.

Business

Response:

Please See Attached

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: [redacted] pa verizon store [redacted] st pike [redacted] Pa. [redacted] verizon corporate employee [redacted] was paying 160 a month for 4 4s phones we were out of contract. Went in the store and was having problem with my phonethey talked me into a plan same montly payment 4 new phones and when the iphone 6's came out we were not on contract so we could upgrade.Action News consumer hotline is involved and very helpful "[redacted]" [redacted]got my bill it was 454.00...then since then they have been paying my billto bring it down to 220? beginning of Oct they turned my phones off..I then called Action news and they called the store and left a message...within seconds they turned the phones on and paid my bill again. Verizon Corporate said they would fix it and not to deal with them..... Now dealing with corporate: Spoke to [redacted] (he was resolving it) then never returned my emails. Spoke next to [redacted] ###-###-#### ,he answered his phone and said what they were doing was crazy paying your bill and not even doing a credit then nothing and never answered again. next was 3 supervisors over 2.5 weeks [redacted] N.C. The Franchise store is unethical. I am a sales executive for 28 years I am smart...if this happened to me it could happen to anyone.Verizon Corporate agrees and knows it was wrong but still has done nothing.Actin News put a call into their contact back in the beginning of Oct.please help me get resolution to the problem.after 20 days of realizing I was misled I asked for our phones back and to put us back on our plan...they said too late 14 days is the cut off? You don't get your first bill until after 30 days so how can you even tell...I was told 160 would be my bill. Who in there right mind would have gone with that plan??? Respectfully [redacted]Desired Settlement: we want our old phones back and we want to be on our plan with no contract 160 per month so we can upgradeoriginally started in April 2011 with a verizon corporate store in Wildwood NJ We left T mobile after 17 years this situation happened at a franchise store in july 2014...very misleading because their sign saysVerizon Wireless Please Help Me

Business

Response:

November 10, 2014 I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains she was advised that her plan would not increase. However, when she received her bill it was much higher than she expected. She requests to have the transaction reversed. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns. A thorough review revealed on April 24, 2014, four Verizon Edge Agreements were established and all four previous phones were traded in. However, Ms. [redacted] did not receive any credit for the device or discount to the current Edge Agreements for the devices. She was receiving the $25.00 month to month discount for each line of service, and during the transaction inquired about the new cost. She was advised that the plan would stay the same, since she would be getting a $25.00 credit for each line of service on the Edge Program. However, her monthly bill increased by $140.00. She requested to have her original phones back; however, since they were traded in we were not able to process that request. I spoke with Ms. [redacted] to address her concerns and the above findings. In an effort to provide a satisfactory resolution, I agreed to remove the Edge Agreements for each line since we were unable to return her previous devices. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns. Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 10:30 a.m. and 7:00 p.m. (MST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####. Sincerely, [redacted] O. [redacted] O. Executive Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] is actively working with me however we have not received our new program or phones and will not until 11/21/14 since they are on back order.Is there a way to wait until everything is resolved ? Ive been dealing with this since 7/14 and I want to make sure that my bill is correct every month.I do feel confident that [redacted] is working with me but Ive been told and promised so many resolutions, I want everything corrected until I'm satisfied

Regards,

Review: When I upgraded to the iPhone 6, I returned to Verizon Wireless my old iPhone 4S under the Verizon Device Recycling Program with the submission ID[redacted]The promised value of my old iPhone 4S was $200 as it was working fine and without any cosmetic damage. The phone was finally appraised at $36 because, according to the recycling program website, "The LDC is not working and the screen is cracked/damaged".This is totally untrue as the phone was working normally and without any damage when I turned it off and put it in the supplied shipping bag for shipment to Verizon.They only have to check my usage of the phone prior to shipment to prove it was working normally. With a damaged LCD I could not have used the phone.I have complained about this both verbally and in writing to the Verizon Device Recycling Program, but I have received no answer for over two weeks.At this point I feel this program may have the conditions to be considered a scam, as once I ship the phone and becomes in Verizon possession, I feel defenseless against their evaluation of the phone status.Desired Settlement: I would be satisfied if Verizon sends me the full promised value of my phone: $200.As they have already sent me $36, they would need to send me the remaining value: $164.

Business

Response:

Thisis in response to a complaint filed by Mr. [redacted], received by VerizonWireless on December 08, 2014. Mr. [redacted] reports that he upgraded tothe iPhone 6 and returned his old iPhone 4S underthe Device Recycling Program. He statesthat he was offered a trade-in value of $200.00 but the phone was appraised for$36.00 because the LDC is not working and the screen is damaged. Mr. [redacted] states that the phone was inworking condition and he is requesting the additional adjustment of $164.00 forthe total value for the iPhone 4S trade-in. In an effort to investigate theaforementioned concerns, the Executive Office spoke with Mr. [redacted] on December09, 2014. Mr. [redacted] was advised thathe would receive the additional adjustment of the $164.00 for the iPhone 4Strade-in value. VerizonWireless appreciates the opportunity to respond to all concerns and apologizesfor any inconvenience this matter may have caused. If thereare any questions or concerns Mr. [redacted] may contact me directly at###-###-#### or toll free at ###-###-####ext 5611 Monday through Friday between 09:00 a.m. and 6:00 p.m.Eastern Standard Time.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

The response of the business is correct, and I am satisfied

by the resolution of my complaint ID [redacted]. As it was expected from a

reputed company, Verizon Wireless took action in a expedited manner to resolve

my concern.

Unless I am mistaken, it is my understanding that Verizon

Wireless subcontracts the Device Recycling Program to a different company. If

this is the case, I would give full responsibility of my device mishandling to

this other company, and only indirect responsibility to Verizon Wireless for

having selected that company to administer the program.

I have been a Verizon Wireless customer for many years and I

hope to continue to be for many more years.

Sincerely,[redacted]

Review: I and my wife are verizon wireless customers for over two years. We has recently extended the contracts with them for until 12/2016. We did it because their sales associate convinced me that we can join their trade-in program that they will take two of my old Apple iphone 5 for $200 each in exchange of their gift cards I can use to pay my verizon wireless bills. They sent me the emails on 11/21/2014 with confirmation numbers. However, one of their requirement is that I must return the old phones back to them within 30 days using their shipping materials, that they will mail me within 5 business days. I called verizon wireless last Friday as I have never received their shipping materials. The associate said that it must be the thanksgiving day delaying the mailing process. He asked me to wait for a few more days.I called version wireless again last night as I still havent received their shipping materials. The associate named [redacted] said that he saw my requests made but it happened the shipping materials have never mailed out. While he promised that he will send it out for me, no confirmation number is available regarding our conversation he said. He said that I can call again to check the status the following day. He also said that I cant go their stores as they wont process the shipping for me.So I called verizon wirelsss again this afternoon. After 30+ minutes being put on hold, the associate with attitude said that sending me the shipping materials again today is all she can do for me even though I told her my story along with that 30 days trade-in requirement ruled by verizon wireless. She refused to check the status of my trade-in requests made because she doesnt have access to it she said. Verizon wireless sent me the email confirmations with this number ####-###-#### exclusively for me to check for the trade-in status and I cant understand why she cant help me. I asked to speak to her supervisor. She refused it and asked me to leave my name and number for a callback. Then what happened is that she put me on hold, which is another extensive hold so I hung up and decided to write a complaint against verizon wireless with you today.Desired Settlement: I asked them to apologize, investigate my case, train their associates, send me the shipping materials right now, suspend the 30-day trade-in rules so that I can send them my old phones and they can honor and deliver the gift cards to me. I worry that by the time Verizon wireless is responding to my complaint, I might already pass their 30-day rules. I urged that Revdex.com process my complaint today as an urgency so that I won't miss Verizon wirless's 30-day rules. Many thanks.

Business

Response:

This letter is in response to the recent complaint filed by [redacted] received by Verizon Wireless on 12/08/2014. The customer [redacted]'s complaint involves his dispute of the trade in program. The customer states he was not sent the packaging as promised to send his devices in to participate in the trade in program. The customer states that he has attempted to contact Verizon Wireless several times to resolve the issue and receive the packaging to participate however without success. The customer is requesting resolution. Upon receipt of this complaint, I completed a review of account number [redacted]###-###-####1. Executive relations spoke with the customer concerning his complaint. The customer states that he has received a Verizon Wireless gift card via email and that the matter is resolved. I offered the customer additional assistance however he declined. The case is considered closed. If there are questions regarding this response, the undersigned may be contacted at###-###-####, between the hours of 10:00 AM - 7:00 PM EST.Sincerely,[redacted]Executive Relations###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I went through Verizons recycle program in September 27,2014 and traded in my iPhone 4 phone to get $200 credit. Here is the email I received from them which is dated November 14, 2014:Thank you!Your device has been received.Submission ID: Four One Two Zero Zero Nine One Five Zero (didn't allow me to type digits)Dear Valued Customer You recently traded in your device using the Verizon Device Recycling online program. We have received your device and your device submission ID is included above. The device will be evaluated by our inspectors and you should expect to receive your credit (depending on device condition) within 4-6 weeks. Thank you! Verizon Device Recycling TeamAnd here is the stays which clearly says the final trade in value is $200September 27, 2014Apple A1349 iPhone 4 8GB - Verizon$200.00Trade-in Complete$200.00However, after many attempts they keep saying the gift card will be send in a week or two but I still have not received it.Desired Settlement: Would just like the $200 gift card emailed to me as promised to [redacted]

Business

Response:

The Executive Office spoke with Mr. [redacted] regarding his matter resolved. In an effort to resolve this matter, the Executive Office offered to apply an instant $200 credit to Mr. [redacted]'s account. Mr. [redacted] stated he would prefer to have a gift card. Mr. [redacted] was informed communication will be sent to have another gift card submitted and emailed to [email protected]. Mr. [redacted] was made aware the process can take up to 48 business hours. Mr. [redacted] is satisfied with the resolution provided by the Executive Office.

Business

Response:

The Executive Office spoke with Mr. [redacted] regarding his matter resolved. In an effort to resolve this matter, the Executive Office offered to apply an instant $200 credit to Mr. [redacted]'s account. Mr. [redacted] stated he would prefer to have a gift card. Mr. [redacted] was informed communication will be sent to have another gift card submitted and emailed to [email protected]. Mr. [redacted] was made aware the process can take up to 48 business hours. Mr. [redacted] is satisfied with the resolution provided by the Executive Office.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: I PURCHASED A DROID TURBO WITH AN EARLY EDGE UP PROMOTION SPECIFIC TO QUALIFIED CUSTOMERS ON JANUARY 16TH 2015 WHICH I SAW IN A COMMERCIAL ADVERTISEMENT BEFORE GOING INTO THE STORE. PREVIOUSLY I HAD THE SAMSUNG S4 EDGE PROGRAM AGREEMENT OF $25 A MONTH. I WAS TOLD WHEN I PURCHASED THE SAMSUNG S4 ON FEBURARY 15,2014 I COULD UPGRADE TO A NEW PHONE AFTER PAYING HALF OF THE AMOUNT OF THE RETAIL PRICE OF $599. I PAID $25 FOR 13 MONTHS WHICH MAKES A TOTAL OF $325 AND IS OVER HALF THE SUGGESTED RETAIL AMOUNT. I WAS TOLD BY [redacted] AN EMPLOYEE OF VERIZON WIRELESS THAT ON 2/16/15 IF I PAID AN ADDITIONAL $25 I COULD UTILIIZE THE EARLY EDGE UP WITH THE DROID TURBO WITH NO CHANGES TO MY MONTHLY CONTRACT AGREEMENT. [redacted] W. STATED THAT AFTER PURCHASING THE PHONE I NEEDED TO CHECK MY EMAIL TO SEE IF VERIZON WOULD REQUIRE ME RETURN A WORKING DEVICE. HE STATED IF I WAS REQUIRED TO RETURN A DEVICE IT COULD BE ANY WORKING DEVICE. I CHECKED MY EMAIL WEEKS AFTER THE ORIGINAL PURCHASE AND NEVER RECEIVED ANYTHING SO I CALLED TO SEE IF I WAS REQUIRED TO RETURN A DEVICE TO AVOID ADDITIONAL CHARGES AND STILL NOTHING WAS CONFIRMED. I ADVISED VERIZON THAT IF I WAS REQUIRED TO RETURN A DEVICE I WAS GOING TO RETURN A SAMSUNG ILLUSION IN GOOD WORKING CONDITION BECAUSE [redacted] STATED I COULD RETURN ANY WORKING PHONE. AROUND FEBRUARY OUT A EDGE 16TH VERIZON SHIPPED ME BAG & LABEL TO RETURN THE SAMSUNG ILLUSION BEFORE RECEIVING MY LABEL IN THE MAIL I NOTICED A CHARGE OF AROUND $351 FOR A NON RETURNED DEVICE 2 MONTHS AFTER THE ORIGINAL PURCHASE. I STOPPED INTO THE STORE TO SPEAK WITH THE MANAGER AND HE ADVISED ME TO CALL FINANCIAL SERVICES ON 3/24/15 TO HAVE THEM DISPUTE THE CHARGE AND I CALLED TO DO SO AND VERIZON STATED I WAS NOT ALLOWED TO DISPUTE THE CHARGE. I CONTACTED EXECUTIVE RELATIONS AND THEY ARE SUGGESTING I GIVE BACK THE DROID TURBO AS WELL AS PAY THEM FOR THE REMAINING BALANCE OF THE S4. I DO NOT FEEL VERIZON HAS KEPT UP TO THEIR AGREEMENT OF BEING LOYAL TO THEIR CUSTOMERS. I HAVE BEEN A CUSTOMER FOR OVER 7 YEARSDesired Settlement: I WANT VERIZON TO ACCEPT ANY WORKING DEVICE LIKE I WAS TOLD INITALLY IN THE STORE BY THE MANAGER. IF NOT I WOULD LIKE TO NEGOTIATE A JUSTIFIABLE PERMANENT SOLUTION. I WOULD ALSO LIKE TO BE COMPENSATED IN SOME WAY FOR MY PERSONAL TIME SPENT OVER THE LAST 3 MONTHS BEING MISLEAD ON VARIOUS OCCASIONS BY MULTIPLE EMPLOYEES.

Business

Response:

April 3, 2015

I am writing in response to the complaint forwarded on behalf of Ms. [redacted]. In the complaint, Ms. [redacted] explains she was told she could trade in any device when she processed an Edge Up but she later was informed she had to trade in the device that was active on the line of service. She requests the Edge Up charge for not returning a device is waived. Verizon Wireless appreciates the opportunity to address Ms. [redacted]’s concerns.

The Edge upgrade program allows customers to Edge Up to a new device once a portion of the balance of the original Edge Loan is paid. The terms and conditions of the Edge Up program explain the previous Edge device must be returned when Edging Up to a new device. The account was charged $299.88 for not returning a device.

I spoke with Ms. [redacted] to address her concerns and the above findings. She explained that the store representative told her she did not have to turn in the Edge device but she can turn in any device. In an effort to provide a satisfactory resolution for a long time customer, I offered a credit adjustment of $299.88 and an additional $50.05 as a courtesy to cover the past due balance and she accepted. Ms. [redacted] expressed satisfaction in the resolution provided, and had no further concerns.

Should the Revdex.com or Ms. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 9:30 a.m. and 6:30 p.m. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

[redacted].

Executive Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I closed my Verizon account, in person at the [redacted]tore, in Dec. 2014, and paid the balance in full. At that time, the 3 phones on my account were on a month to month basis. On March 6, 2015 I received a letter telling me that I had an outstanding balance of $575.32. I called Verizon Customer Service, and after speaking to: [redacted] over the course of several days, I was finally put in touch with [redacted]. She looked at my account and told me that the account was indeed closed in Dec. 2014, but for some reason, an error on Verizon's part, phone number ###-###-#### was left active, even though it was listed as inactive, since I had closed the account. I was told to wait until the next billing cycle closed,(April 16,2014) and to call back and it would be taken care of. I called back and spoke to [redacted], and after she confirmed everything I told her in Verizon's system, I was told that I actually owed $132.21 for an unpaid early termination fee on ###-###-####, which I paid via credit card while I was on the phone with her. She assured me that everything was settled, and I would no longer be contacted by Verizon. Since then I have received monthly invoices asking for payment, innumerable calls from Verizon's collection office, and finally yesterday, another invoice. I'm DONE with Verizon. Please help.Desired Settlement: I would like written confirmation that I do not owe Verizon any money.Stop sending invoices.Remove me and my address from any and all contact data bases, i.e. e-mail, phone, advertisement. Remove all notices sent to any and all credit bureaus, including Verizon's internal collection department.

Business

Response:

Upon review of Mr. [redacted]’ account, I discovered in December, 2014, he ported out two of his three mobile telephone numbers, which were disconnected automatically. His third line of service remained active, but went unused until it was disconnected for non-payment on March 28, 2015. I was not able to verify that a request was made for the line of service to be disconnected; however I did confirm a payment was processed on December 18, 2014, at the store location Mr. [redacted] referenced. The account balance was written off on June 04, 2015, in the amount of $64.06. I spoke with Mr. [redacted] on June 16, 2015, to address his concerns and the above findings. As there was no usage on the line of service in question, and there was no Service Agreement associated with the mobile number, I agreed to have the account brought to a $0.00 balance, and any credit reporting associated with the account deleted. Mr. [redacted] expressed satisfaction with the resolution provided and had no further concerns. Should the Revdex.com or Mr. [redacted] have any additional questions or concerns please contact me at ###-###-#### during my business hours of 9:00 a.m. to 6:00 p.m. (PST) Monday through Friday. For other account related issues please contact Customer Service at ###-###-####.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: In July 2013 Verizon offered a plan for $60 a month unlimited talk and text with 2 gigs of data if you brought an iPhone. At the time I had a 22% discount on my phone bill each month because I work for a non-profit organization. I asked the Verizon representative if I would continue getting the 22% discount on my phone bill each month if I sign up for the new plan. The representative told me that I would continue getting the discount. I decided to sign up for the new iPhone plan. I started the new plan and was paying about $52 a month with the 22% discount. Everything went great until January of 2015. In January of 2015 I stopped getting the 22% discount and started paying about $66 a month. I contacted Verizon and asked them why I wasn't receiving the discount anymore. The representative I spoke to said that he/she wasn't sure why I wasn't receiving it and that I should still be getting it. Verizon asked me to resubmit my work information for the discount, which I did, and everything went through and I was informed that I was approved for the discount again and that it should show up on my next bill or two. The discount never showed up and I contacted Verizon again about it. After talking to multiple employees I was informed that I am not eligible for the discount because of the loyalty plan that I am on. I explained to them that I was told that I would still get the discount with the new plan and that I had been receiving the discount for 7 months. Verizon refused to place the discount back on my bill so I asked to cancel my phone service with them. I was informed that I couldn't cancel my service because I have a 2-year contract with them and would have to pay around $250 to cancel it. I informed them that I shouldn't have to pay that because I was told in the beginning that I would receive the discount on the new plan and that I couldn't afford to be paying an extra $14 a month for my phone. I have contacted Verizon multiple times about my issue and they wont change anything.Desired Settlement: I would like Verizon to refund me back approximately $252 for the 18 months that I have paid $66 a month for my phone bill instead of $52. I also would like it if Verizon would either place the discount back on my account for the foreseeable future or let me out of my contract free of charge. I have enjoyed having Verizon as my wireless carrier and haven't had any issues with them until this incident. Thank you for your time and support.

Business

Response:

Thank you for allowing Verizon Wireless to respond to concerns expressed by [redacted]. In his complaint, Mr. [redacted] stated he was no longer receiving his employee discount on his monthly statement. Upon receipt of this complaint a review was completed. In 2013, Mr. [redacted] was placed on a Loyalty plan and was advised that he would be able to keep his corporate discount. Our records indicate Mr. [redacted] did retain the employee discount until January 2014. The Executive Office was able to determine on January 2, 2014, Mr. [redacted] revalidated his employee discount and that may have cause the discount to no longer appear under the loyalty plan. As a courtesy, the Executive Office will issue a credit of 237.60 for the last 18 months the discount didn't apply to the bill. Going forward, Mr. [redacted] understands not to expect the discount under his current plan, Verizon Wireless regrets any inconvenience the above matter may have caused Mr. [redacted], and appreciates the opportunity given to resolve these account concerns. Should Mr. [redacted] have any questions, please call me directly at ###-###-#### between 10:00am and 7:00pm EST, Monday through Friday. Sincerely, [redacted] C. Executive Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Received an email yesterday we owed $346.73. Our contract ended March 19 on 2 of three lines. My daughter's line ended earlier. Called yesterday morn and verified my March/April payments received/credited. I always paid all bills timely. Verizon said bill was for line ending [redacted]. I tried to cancel this line in January when phone dropped and smashed but at Verizon's recommendation suspended 90 days so that I would not incur early contract termination. I understood it would be closed when we closed out the other two main lines on the account March 19 since they were all on same account. I explained to customer service rep who verified records reflected [redacted] suspended 90 days in January due to "lost or stolen" phone but they re-activated in March billed me $46 in April. I was not notified they re-activated. My contract ended March. I thought I was done with Verizon. I explained I understood we closed our account March 19 on all lines, and asked to waive bill since phone has not been used since 2014. Rep refused stating I should have called sooner and she would have done that. I explained I had not received any other notices. I asked for a supervisor and was told one would call me but that has not happened. By their own admission and records they were aware phone "lost or stolen" last January and 2 lines closed March 19. Yet,they just decided in March(before 90 days) to turn back on start billing--coincidentally when I closed other two lines on account. Verizon refused to waive this cost. I do not feel I should pay for a service we both know I did not get. Phone line [redacted] not used, lost, shattered last January. Trust now shattered by these bad business unfair billing practices trying to force me to pay for service they now know I never received.Desired Settlement: I want written confirmation that my account (all lines) are closed now as I thought they were last March, they will not arbitrarily bill me for anything more, that this cost will be waived and that there will not be any adverse credit rating for myself or my daughter whose name is first on account.

Business

Response:

VerizonWireless Executive Office has researched this account matter extensively; ithas been determined Ms. [redacted]’s initial contact was made to Verizon Wirelesson January 6, 2015, regarding lineending in [redacted]. Ms. [redacted] requested for line to be suspend without billingdue to device was lost/stolen. On February 2, 2015, Ms. [redacted] was sent aletter notification regarding reconnection date for line ending in [redacted] and aninvoice statement after line was reconnected. Ms. [redacted] stated she requestedto have line [redacted] cancel due to device was stolen. Our records only show therequest for suspension. In an effort to resolution to this matter and customersatisfaction, as a one time courtesy, applied a credit of $346.73, due to line[redacted] has no used after reconnection from our lost/stolen list. Ms. [redacted] hasaccepted our offer and is satisfied. Verizon Wireless regrets any inconvenience theabove matter may have caused Ms. [redacted], and appreciates the opportunity givento resolve these account concerns. Should Ms. [redacted] have any questions, please call me directly at ([redacted] between 10:00am and 7:00pm EST, Monday throughFriday. Sincerely, [redacted]W.ExecutiveRelations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: Last year I opted in this line for the Verizon Edge Plan. I purchased a Iphone 5S. Earlier this year I went to Verizon with another person that has Verizon. We decided to trade phones. I traded the Iphone 5S for a Samsung Galaxy Note 3. While at the Verizon store I asked the salesperson helping us if trading my Iphone would have any affect on my Edge Program. The salesperson told me it would have no affect. I specifically asked if it would affect when I would be able to upgrade. The salesperson again said it would have no affect. The salesperson stated I could trade in my Note 3 instead of the Iphone. I was informed I would be able to upgrade with the Edge Program again on June 24th, 2015. On June 26th, 2015 I went to Verizon in Newnan, GA to upgrade my phone to the Samsung Galaxy S6. While there I was told by a store employee that I could not upgrade until February unless I paid off the Iphone. I explained to her that is not was I was told earlier this year by another Verizon employee. She stated that I was given wrong information and that I could not upgrade because I did not have the Iphone. I left the store and called Verizon Customer Service. I was told again that I could not upgrade due to not having the Iphone. So in summary, I traded my Iphone because I was re-assured by a Verizon Employee that I would still be able to upgrade in June, 2015. However, I was given wrong information and now am not allowed to upgrade even though I was told I could and continued the trade in good faith that the Verizon employee was properly trained to handle these type of questions. Now I am stuck without being able to upgrade because I was given wrong information and Verizon is not willing to stand behind their employee's word.Desired Settlement: I would like to be able to upgrade my phone now, like I was told I could by a Verizon employee. Or, I would like to be allowed out of my contract so I can swap companies to a cell phone carrier that properly trains their employees so I am not misled again.

Business

Response:

Upon receipt of the complaint, the Executive Office spoke with Mr. [redacted] on July 10, 2015. The device Id has been updated and now reflects on his existing Device payment agreement. Going forward, the device payment agreement must reflect the original device purchased. Mr. [redacted] is satisfied with the resolution.Verizon Wireless appreciates the opportunity address your concerns and apologizes for any inconvenience this matter may have caused. If you have any further questions or concerns, you may contact me directly toll free at [redacted], Monday through Friday between the hours of 7:30 AM and 4:00 PM ET.[redacted] S. Executive Relations ?

On 5/16/15 I spoke with a CS rep for Verizonwireless regarding changing to a less expensive plan because I had recently retired and would not be receiving an employee of a preferred customer discount and would have to cancel my service with Verizon as I had found a cheaper service provider. The rep assured me he could find me a plan that would reduce my cost and possibly keep me as a customer as I had been with them for many, many years. After spending a good deal of time with the rep on the phone and trying to figure out all the intricacies of the NEW DEAL he offered (which was a reasonable price of what I would be paying with a new service I was considering) we agreed to a price for the three lines on my account and retaining the same number of usage minutes if I signed up for a years contract. I was all smiles and happy to know that I would be saving approx. $25 per month from my old service agreement with supposedly nothing changed except I would be getting an additional bonus of unlimited texting which I never used and did not need. WOW! Such a deal!! You can imagine my chagrin and downright displeasure when I received my first bill from them and it was approx. $15 more than my previous contract and about $45 more per month than what we had agreed upon. On 6/26/15 I called them to find out what the problem was and after speaking to a customer supervisor was told that an honest mistake had been made by the employee and they would credit my account for a portion of what was agreed upon but could not honor the original deal made on 5/16/15. After much discussion about the Verizon companies integrity, he did offer me a NEW DEAL which would have resulted in a discount. His imperious attitude, his questioning manner bordering on badgering and the fact that his company would not honor the original deal, I told him I would be changing servers. So he upped my premium payment to what it would be without any discounts and told me the company would welcome me back with open arms should I wish to reestablish business dealings with them. SUCH GENEROSITY!! I am of the opinion that when someone (be he a minion of the company or the president) makes a deal , honorable men or honorable companies honor that deal even when they make an honest mistake. As such, I feel their dealings with me were ingenuous at best, and at the worst bordered on the mendacious. BEWARE the Jabberwocky and their double-speak!!!!!

We have had several issues with verizon wireless. They told us one thing in the store when we got our phones and we noticed a gradual increase on our bill. When I called about the issue I was told we should have read the contract well I feel verizon employees shouldnt LIE to customers in order to make a sale. That is no way to conduct business!

The Family Base is supposed to allow parents to control family usage, but its data limits feature does not work as advertised. I subscribed to the Family Base plan several months ago. I set the data limit on my daughter's line, but I got an overuse charge in my last bill. I got similar charges a few times in the past, but I figured they fixed the problem. I recently called and after several minutes with one customer support rep telling me repeatedly that I hadn't subscribed to Family Base, a second one told me that Family wasn't available with my calling plan, they finally told me that they can't stop data usage during a "session" and that I would have to call them each time that happened to reverse the over charge. How likely is it that someone will be in the middle of a "session" as they exceed the limit? Why don't they just shut it off as I requested? Apparently, they're also unable to automatically resolve this known problem without putting me through the repeated customer support hassle.
I reported it to the FCC and Verizon told both of us the same story. The FCC bought it and close the complaint -- pretty much confirming my expectations about the FCC. So now, I'm stuck in a contract where I'm supposed to be responsible for my side of the contract, but they don't have to. Family Base is starting to look like a gimmick with services that Verizon can't reliably deliver. It's probably time to jump ship.

I received an email from [redacted] claiming that my prepaid account had run out of funds.
In fact, I had a balance of over $100. Buried in the email was a line stating, "Already refilled your account? Great."
How desperate is Verizon to resort to tricking customers into giving them more money? Pretty despicable.

Review: Went to [redacted] and got a new phone and told them I wanted to have it as a mobile hotspot. They told me only way is to get the mobile Jetpack. Was using it for about two months and then found out it was a lie. I could of used my cell phone as one the whole time. I started doing that and have not used jetpack in about 8 or so months. Called to file a complaint and was told I would receive a call back which never happened. Then told to contact [redacted] and they dont care so to contact verizon. After playing phone tag for hours I talked to a very rude person that so I'm out of luck. Im paying for a device a was lied to about needing and want gone. Been under verizon since 2011 and intended to stay with them longer. This is my last try to get my account fixed before I move on with another company. I called last night and they want $140 early termination fee to remove the jetpack. Was also told that I could suspend it with billing to save alittle so I did for 90 days. Come to find out it did extend it to January 2016 now cause they suspended it wrong.Desired Settlement: Want the Jetpack removed from my account.

Business

Response:

September 3, 2014

I am writing in response to the complaint forwarded on behalf of Mr. [redacted]. In the complaint, Mr. [redacted] explains he was misinformed when he purchased and activated a brand new Jetpack Hotspot line of service at [redacted]. He states he was not told his Smartphone could be used as a Mobile Hotspot. Mr. [redacted] requests the line of service be disconnected, and the Early Termination Fee waived. Verizon Wireless appreciates the opportunity to address Mr. [redacted]’s concerns.

Upon review of Mr. [redacted]’s account, on October 14, 2013, the Jetpack line of service was purchased and activated at [redacted] with a two-year Customer Agreement. The line of service was suspended without billing from May 5, 2014, to August 2, 2014. As a result, Mr. [redacted] was not charged for service, and the Customer Agreement was extended by the number of days it was suspended. The line of service was suspended without billing a second time on August 27, 2014. The current Early Termination Fee is $140.00.

I spoke with Mr. [redacted] to address his concerns and the above findings. In an effort to provide a satisfactory resolution, I offered to disconnect the Jetpack line of service and credit $105.00 of the Early Termination Fee, which will appear on the September 2014 billing statement. Mr. [redacted] expressed satisfaction in the resolution provided, and had no further concerns.

Should the Revdex.com or Mr. [redacted] have any questions regarding this response, please contact me at ###-###-#### between the hours of 10:00 A.M. and 7:00 P.M. (PST), Monday through Friday. For other account related issues, please contact Customer Service at ###-###-####.

Sincerely,

Executive Relations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,